Ticket notes added via API are not visible on the ticket page on the Zammad dashboard

[alexdonskih]

Infos:

• Used Zammad version: 3.0.x
• Used Zammad installation source: Install on Ubuntu via DEB
• Operating system: Ubuntu 16.04 LTS
• Browser + version: Chrome

Hi! I’m new to Zammad. I have a question about creating tickets.

I’m creating a ticket via REST API. I’m passing a data into the “note” field of the http request according to docs: https://docs.zammad.org/en/latest/api-ticket.html#create

Expected behavior:

If I understand correctly how this works the “note” field for a new ticket created via rest API should be visible on tickets page within Zammad dashboard

Actual behavior:

Unfortunately it’s not visible despite the fact that it persist in json if I fetch that ticket via REST API with an http request.

Steps to reproduce the behavior:

• Create a ticket with non empty “note” field via REST API
• Navigate to the ticket’s page on the Zammad Dashboard

Well, am I missing something here or perhaps I need smth to be configured additionally?

Many thanks

[MrGeneration]

Could you please post your payload and the response so we can cross test that?
Also, do you receive any errors? Production log might hold useful information as well.

Just to clarify: The articles you post on an ticket via API can’t be seen on the webinterface, but you can see them when you poll the API? If so, is this persistent or does a reload of the application solve this issue?

[alexdonskih]

Hi!

According to docs I can add a note to ticket when creating it via REST API:

I do a http request to /api/v1/tickets endpoint. The payload is:

curl -H "Authorization: Token token={token}" -H "X-On-Behalf-Of: user@email.asd" -H "Content-Type: application/json" -d '{"title":"Title","group":"Users","article":{"body":"Body","type":"note","internal":false,"sender_id":2},"note":"Note"}' http://my_zammad/api/v1/tickets

The API response is:

 {"id":38,"group_id":1,"priority_id":2,"state_id":1,"organization_id":null,"number":"95035","title":"Title","owner_id":1,"customer_id":4,"note":"Note","first_response_at":null,"first_response_escalation_at":null,"first_response_in_min":null,"first_response_diff_in_min":null,"close_at":null,"close_escalation_at":null,"close_in_min":null,"close_diff_in_min":null,"update_escalation_at":null,"update_in_min":null,"update_diff_in_min":null,"last_contact_at":null,"last_contact_agent_at":null,"last_contact_customer_at":null,"last_owner_update_at":null,"create_article_type_id":10,"create_article_sender_id":2,"article_count":1,"escalation_at":null,"pending_time":null,"type":null,"time_unit":null,"preferences":{},"updated_by_id":4,"created_by_id":4,"created_at":"2019-06-14T08:27:17.232Z","updated_at":"2019-06-14T08:27:17.384Z","article_ids":[95],"ticket_time_accounting_ids":[]}

You can see that the note was added successfully. It is present in the response.

Next I do a request to /api/v1/tickets/ to fetch that newly created ticket:

curl -H "Authorization: Token token={token}" -H "X-On-Behalf-Of: user@email.asd" http://my_zammad/api/v1/tickets/38

The API response is:

{"id":38,"group_id":1,"priority_id":2,"state_id":1,"organization_id":null,"number":"95035","title":"Title","owner_id":1,"customer_id":4,"note":"Note","first_response_at":null,"first_response_escalation_at":null,"first_response_in_min":null,"first_response_diff_in_min":null,"close_at":null,"close_escalation_at":null,"close_in_min":null,"close_diff_in_min":null,"update_escalation_at":null,"update_in_min":null,"update_diff_in_min":null,"last_contact_at":null,"last_contact_agent_at":null,"last_contact_customer_at":null,"last_owner_update_at":null,"create_article_type_id":10,"create_article_sender_id":2,"article_count":1,"escalation_at":null,"pending_time":null,"type":null,"time_unit":null,"preferences":{},"updated_by_id":4,"created_by_id":4,"created_at":"2019-06-14T08:27:17.232Z","updated_at":"2019-06-14T08:27:17.384Z"}

The note is there too.

But I can’t see it on the ticket’s page when checking Zammad Dashboard. Only title and body can be seen:

Just to clarify. What I’m going to reach here is to store additional information for the ticket, but I don’t want to keep it in an article.

Perhaps I’m doing smth wrong or there might be a better way for this. I would be grateful for any help.

[MrGeneration]

Ah! I get it now, sorry for being that slow.

I think that’s intentional at the moment. Not sure if the note field is “future use” only at the moment.

@thorsteneckel could you please clearify this?

[thorsteneckel]

@MrGeneration

I think that’s intentional at the moment. Not sure if the note field is “future use” only at the moment.

@MrGeneration is right. The Ticket note field is currently only an internal field and not rendered to the frontend. There are no concrete plans to change it so far.

[alexdonskih]

Thank you @MrGeneration and @thorsteneckel